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Hotel Horrors

47. Greg

I work at a two-star family hotel. In the winter, we close only for Christmas, which is when we get our three-week paid leave. During the colder months, there are times when there are local events, and since the surrounding islands have no good infrastructure, many guests book at city-center hotels like ours.

It was almost November when this happened—we had no rooms available on one particular night, but a guest came in. For the sake of the post, let’s call him Greg. A thin, tall, businessman type of guy with a mafia mustache and glasses. He looked to be in his mid-50s with grey hair. From the way he spoke, I could tell he was very educated. He walked in just half an hour before my shift ended.

Greg: “Good evening, I have a room booked for me and I know I’m early but I can wait.” Me: “Not at all, the check-in desk is 24/7.” Greg: “Magnificent, I can check in now then?” Me: “Of course, your name please?” Greg: “Greg McGregor.” Me: “Hmmm, I can’t seem to find your name…” Greg: “Oh, it’s there for sure, I booked just an hour ago while I was waiting at the bus terminal at the airport.”

At that point, I vaguely remembered the fax that was sent in. Me: “Oh of course, but your reservation is for… tomorrow?” Greg: “That’s correct, that’s why I asked if I could check in now.” Me: “I’m afraid you cannot check-in now, as the reservation is for tomorrow, and I don’t have any rooms for tonight to extend your reservation.” Greg: “It doesn’t matter, I can wait a few hours until it’s ready then! Can you point me to an outlet so I can plug in my laptop while I wait?”

Me: “Sir… the check-in time is after 2 o’clock of the day you have reserved. Not midnight the day before.” Greg: “I respectfully disagree. I am taking the room at 1:01 am just like you promised me.” At the time, I did not fathom what he was trying to say. I have had guests that believed they were entitled to the room at midnight…but why 1:01 am? 

After much thought, I decided to check his reservation form directly. The request was auto-approved as we have configured auto-approvals for non-chargeable check-in or check-out times, but they are strictly for checking-in after midnight of the next day, not the previous.

Me: “This is an auto-approval message. It clearly states here and here that it’s for the next day, not the previous.” Greg: “No problem, I can check in at 2:01 am then.” Me: “I’m not sure you understand what I mean.” This is when he started getting spicy. Greg: “You think that you’re the manager here?” Me: “Actually, I am.” Greg: “I will post a negative review then for not keeping your word.”

Me: “Please exit the hotel now or I will call the authorities.” Greg: “Well, okay…I’m afraid you lost ONE MORE GUEST NOW. You may cancel my reservation for tomorrow.” He left as if he thought that all was well. Well, needless to say, he is not getting a refund. Don’t tick off the front desk, people. 


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